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1197 results found

  1. We are unable to transfer calls directly to MVP user voicemail inboxes. The only option is to cold transfer calls directly to the MVP user.

    15 votes

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    Under Review  ·  4 comments  ·  RingCX  ·  Admin →
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  2. When on a call, we would like to see call timers when a caller is placed on hold. Standard practice is not to let a caller stay on hold for more than 2 minutes without checking back in with the client. However, RingCX lacks call times when completing multi-party calls. The Active Call List doesn't have timers running (or visible).

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  3. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  4. 2 votes

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    1 comment  ·  RingCX  ·  Admin →
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  5. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  6. 1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  7. Communication template to introduce users to RingCentral

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  8. It is desirable to provide a Queue Event to send notification to an external device while continuing to route to agent. It is desirable to provide that multiple Queue Event Alarm Notification send to device can be programmed for one queue. Ideally we would configure RC RX stations as the destination where the station maybe connected to an analog port such as a bell or strobe. It would also be ideal if the MVP destination could be a page zone where RingCX Queue Event could dial a page zone and play a wave file “calls waiting in queue for 2…

    6 votes

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    New  ·  0 comments  ·  RingCX  ·  Admin →
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  9. In our former Mitel system, our Contact Center trainer was able to set the phone on coaching to the agent’s extension. This put one of our headsets into listen only mode and the other headset was in talk mode. For x amount of time, the new agent would be listening while the trainer talks. Then we reverse this

    4 votes

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  10. Ability for Agents to be notified/alerted if UNAVAILABLE for XX minutes

    1 vote

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    0 comments  ·  Contact Center  ·  Admin →
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  11. To place Class Restrictions for manual calls. Currently, when you allow manual calls for users, the users will be allowed to place a manual call both external and internal. Customer would want an option to only allow manual calls for internal calls and not external

    4 votes

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    0 comments  ·  RingCX  ·  Admin →
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  12. Customer wanted a permission to force their agent to select Voice Queue Group before they will be allowed to place a manual call.

    Currently agents can make manual call even though they are not selecting a voice queue group

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  13. It is ideal to offer a RingCX Estimated Wait Time API for end users to include this in their Contact Us web page showing client what the estimated wait time is currently.

    Estimated wait time would also make a useful tool in Realtime Dashboards, where an alarm could let supervisors know when SLA's are in jeopardy

    This would also be extremely impactful if its available for both voice and digital channels, posting est wait for digital channels.

    8 votes

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  14. Today it is possible to use PSTN Transfer to send calls to RingEX from RingCX IVR studio.

    Adding a list of all RingEX extensions would improve customer experience. So they can quickly pick and choose from the list of call queues or users on the IVR Studio.

    14 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  15. This feature allow customers to be able to set bank holidays/Public Holidays (specific date/ specific date range) in advance on their IVR so there is different routings / greetings in place for those specific periods.

    This is a similar feature to custom rules in RingEX platform.

    11 votes

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  16. Ability to force users to use the web browser version only and never offer to download and install the desktop app.

    We have a third party vendor whose agents will be using RingCentral, we don't want them to ever have the ability to download the desktop or mobile app, we want them to be using the web browser version only and never have an option to download the desktop or mobile apps

    4 votes

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    0 comments  ·  RingCX  ·  Admin →
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  17. RingCX generates transcripts to create Summaries on voice calls, but it's not visible to Agents. It should be available in real-time during the call and accessible after the call along with the Summaries. Both should be able to be memorialized in a connected CRM along with other metadata and call recording link.

    Our main competitors have that feature Zoom & Dialpad) and it's a common request from customers.

    15 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  18. This initiative is being worked on and is called Single Pane of Glass

    1. The biggest point of need is they need to operate under the same pane of glass. Either the RingEx client or in a web browser. You should not have to open two separate windows to handle RingCX and MVP conversations, calls, etc.

    2. The status between MVP and RingCX needs to sync. If you are on a call on either side, the other side needs to know about this. If you set yourself away or DnD, likewise.

    3. You cannot see MVP queues in the Corporate Directory when transferring…

    82 votes

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    Planned  ·  6 comments  ·  RingCX  ·  Admin →
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  19. Currently if you enable dispositions in RingCX you are forced to leave one for each call you handle. This prevents you from accepting new calls until all of your pending dispositions are entered. We would like to enable dispositions but make them optional, if you click cancel on the disposition it leaves it blank but allows you to accept incoming calls.

    3 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  20. We should have the ability to default the "Stay On Call" checkbox either on or off when transferring. We rarely do warm transfers, so having to click it off every time is an unneeded extra step. Organizations who frequently do warm transfers should have the ability to default it to on.

    21 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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